About the Agency:

The New York City Department of Housing Preservation (HPD) promotes quality and affordability in the city's housing, and diversity and strength in the city’s neighborhoods because every New Yorker deserves a safe, affordable place to live in a neighborhood they love.

- We maintain building and resident safety and health
- We create opportunities for New Yorkers through housing affordability
- We engage New Yorkers to build and sustain neighborhood strength and diversity.

HPD is entrusted with fulfilling these objectives through the goals and strategies of “Housing Our Neighbors: A Blueprint for Housing and Homelessness,” Mayor Adams’ comprehensive housing framework. To support this important work, the administration has committed $5 billion in new capital funding, bringing the 10-year planned investment in housing to $22 billion the largest in the city’s history. This investment, coupled with a commitment to reduce administrative and regulatory barriers, is a multi-pronged strategy to tackle New York City’s complex housing crisis, by addressing homelessness and housing instability, promoting economic stability and mobility, increasing homeownership opportunities, improving health and safety, and increasing opportunities for equitable growth.


Your Team:


The Office of HPD Tech leads the agency’s effort to transform HPD through technology by promoting productivity and eliminating manual processing, shrinking costs, and increasing the pace of work. HPD Tech works to improve effectiveness of business processes using core applications for flawless execution. HPD Tech empowers decision makers with access to quality (complete and accurate) information to anticipate and pro-actively react to building, neighborhood and market conditions.

The Office of HPD Tech is composed of 9 divisions:

- Budget
- Enterprise
- Architecture
- Ideation
- Infrastructure Network and Systems
- Planning & Compliance
- Product Area
- Release & Security Management
- Security


Your Impact:

As the Softphone Specialist for the Division of HPD Tech, you will be responsible for managing, administrating, and providing multiple enterprise communications channels, such as voice, video, personal and team messaging, and voicemail. This position combines customer support, administrative and technical responsibilities.









Your Role:

In this role, you will participate in the administration of the Agency's Softphone telephony network, its attendant service features, and endpoints. You will be performing all MAC functions (moves, additions, and changes) and scheduling MAC assignments to subordinate staff. The position will provide IVR and auto attendant solutioning to support the agency's customer call centers and work directly with HPD business units to develop and implement their automated service trees which support HPD’s community development and support programs. This role provides hands-on training to HPD users with full service technical support, and partners with HPD Tech product/project/technical leads where Softphone is, or can be, leveraged to help a business process or community service. This role is responsible for the development and maintenance of Microsoft Teams with a focus on Teams voice solutions and the management of the voice needs of the agency. You will work with Telephony service providers and must be familiar with Border Controller technologies.

Expertise in on-prem and cloud-based VOIP Telephony, Unified Communication, Teams Calling, Voice and Video systems, and other Office 365 Services are required.

Your role will also include participation in the administration of close to 2,000 smartphones, tablets, and wi-fi devices. Responsibilities include managing large deployments, upgrades, remote application deployments, and ensuring inventory and reporting is kept up-to-date and accurate.

Your Responsibilities:

- Managing and maintaining a redundant VOIP environment between two locations including voicemail and auto-attendant features.
- Provide on-site support including moves, additions, and changes (MAC). Oversee and monitor scheduled MAC work.
- Summarizes work stream progress in monthly reports.
- Schedule and perform back-ups and maintenance on all core equipment.
- Interface with other telecommunication disciplines, including computer and data communications, fiber optics communication, multiplexing techniques, networking, security issues, switching techniques and traffic issues and coordinates work streams and system upgrades.
- Work with team leads on VoIP solutions and integrations, IVR, call center technologies, IP telephony standards, Session Initiation Protocol (SIP), QSig, and uniform dialing plan.
- Maintains and reviews Service Level Agreements (SLA) for enterprise assuring business requirements are delivered timely and meet performance expectations.
- Participates in developing short -and long-term migration strategies
- Manage mobility experts who maintain a fleet of close to 2,000 smartphones, tablets, and Wi-Fi devices.
- Manage mobile device deployments, upgrades, remote application deployments, and ensuring inventory and reporting is kept up-to-date and accurate.
- Plan, implement, coordinate, monitor and/or evaluate important call-center based solutions and programs providing community services to the people of NYC.
- Manage mobile device provisioning/activation
- Provide support/resolution technical problems associated with the use of mobility devices.
- Serve as liaison between the MDM Hosting Agency OTI and the customer community to provide support to end user mobility devices.
- Configure and manage Microsoft Teams phone for voice users
- Monitor and troubleshoot Microsoft Teams Phone
- Understand Border Controller technologies.

1. A baccalaureate degree from an accredited college or university and two years of satisfactory full-time experience, in mainframe computer, mid-range computer, LAN or WAN computer environments and or local desktop support; or"
2. An associate degree or 60 semester credits from an accredited college or university and three years of satisfactory, full-time experience as described in "1" above; or
3. A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience, as described in "1" above; or
4. Education and/or experience equivalent to "1", "2", or "3" above. Undergraduate college credit can be substituted for experience on the basis of 30 semester credits, from an accredited college or university, for six months of experience. However, all candidates must have at least a four-year high school diploma or its educational equivalent and two years of satisfactory full-time experience, as described in "1" above.

- Strong background in telecommunications and on-prem and cloud-based VoIP technology. - Experience with IPTelephony, Data Networks, Contact Center Solutions - Knowledge of the full suite of NEC software tools for the configuration, maintenance, and service delivery of SV9500, Voicemail and Auto Attendant - Knowledge of NEC gateway technologies for connecting to the public telephone network (T1, Ethernet, SIP) - Knowledge of NEC gateway technologies and SIP adapters - Knowledge of IP, DHCP, Vlan - Knowledge of DT700 Series Terminal configuration and operation, including auto-configuration options. - Knowledge of Microsoft Teams Voice features.

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/

New York City Residency is not required for this position.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.